Communicate On The Telephone
Communicate On The Telephone
Communicate On The Telephone
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Produced by
*** 2003***
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PAGE
Introduction.................................................................................................................... 1
Welcome ................................................................................................................... 1
This Competency Unit.................................................................................................... 1
Before You Start ............................................................................................................. 2
Planning Your Learning Programme ............................................................................. 2
Self-Assessment Checklist ............................................................................................. 3
How To Use This Learners Guide ................................................................................ 4
Method of Assessment.................................................................................................... 5
LG THHCOR0051A:
LG -THHCOR0051A:
COMMUNICATE ON THE
TELEPHONE
INTRODUCTION
Welcome
Welcome to the Learners Guide for Competency Standard Communicate on the Telephone.
This is just one of a number of Learner Guides produced for the Food and Beverage Skills
stream of the Tourism and Hospitality Industry, and it is designed to guide you, the learner,
through a series of learning processes and activities that will enable you to achieve the specified
learning outcomes for the competency unit.
The content of this guide was developed from the Competency Standard TTHCOR0051A,
which is one of the basic building blocks for the National Vocational Qualification of Jamaica
(NVQJ) certification within the industry. Please refer to your Learners Handbook for a
thorough explanation of standards and competencies, and how these relate to the NVQJ
certification.
You are also advised to consult the Competency Standard for a better understanding of what is
required to master the competency.
Communicate on the Telephone addresses the knowledge and skills requirements for
effectively communicating on the telephone. This competency consists of the following areas or
elements:
As you go through each element you will find critical information relating to each one. You are
advised to study them carefully so that you will be able to develop the necessary knowledge,
skills and attitudes for communicating on the telephone.
a. Obtain a Learners Logbook that you `will use to record evidence of your new
skills/competence. As you demonstrate your new skills, record your activities and have your
learning facilitator sign off on them. This will allow you to provide evidence of your
competence when you are being assessed against the competency standard.
b. Ensure that you have access to the facilities and equipment necessary for learning.
d. Ensure that you are wearing suitable clothing, that tools and equipment are safe, and that the
correct safety equipment is used.
The self-assessment checklist on the following page will assist you in planning your training
programme as it will help you to think about the knowledge and skills needed to demonstrate
competency in this unit. As you go through checklist you will be able to find out what
competencies you have already mastered and which one you will need to pay more attention to
as you go through the learning process.
To complete the self-assessment checklist simply read the statements and tick the Yes or No
box. You should do this exercise now.
SELF-ASSESSMENT CHECKLIST
- Communicate on the Telephone
If you ticked all or most of the Yes boxes then you might not need to go through the entire
guide. Ask your learning facilitator to assist you in determining the most appropriate direction
for this competency.
If you ticked a few of the Yes boxes or none at all then you should work through all of the
guide, even though some of the material my be familiar to you.
Plan your learning based on your answers. Be sure to involve your learning facilitator in the
planning process.
This Learners Guide is designed to assist you in working and learning at your own pace.
Check your progress at each checkpoint to ensure that you have understood the material
Observe the icons and special graphics used throughout this guide to remind you of what you
have to do to enhance your learning. The icons and their meanings are as follows:
Definition Box
Words/phases are defined or explained in this box. The
words/phases being explained are in bold print.
Checkpoint
This denotes a brain teaser and is used to check your
understanding of the materials presented. No answers are
provided for the questions asked.
Activity
This denotes something for you to do either alone or with
the assistance of your learning facilitator.
Reference
Points you to the reference materials and other support
documents or resources used in compiling the unit content.
Ask your learning facilitator for help if you have any problems with the interpretation of the
contents, the procedures, or the availability of resources
Complete each activity as you come to it. If the activity requires you to perform an actual
task, be sure to tell your learning facilitator when you get to that activity so that he/she can
make the arrangements, if necessary
Get your learning facilitator to sign and date the Learner Logbook when you have completed
an activity
When you have worked through all elements of the guide, and when you can tick every Yes
box, you are ready for assessment and may ask your learning facilitator to assist you in making
the arrangements to have your performance assessed.
Method of Assessment
Competency will be assessed while work is being undertaken under direct supervision with
regular checks, but may include some autonomy when working as a team. You are advised to
consult the associated competency standard for further details relating to the assessment
strategies.
You may now start your learning. Have fun while you work!
LEARNING OUTCOMES
As you go through this element you need to ensure that you acquire the necessary skills and
attitudes to communicate on the telephone. Your learning facilitator is there to assist you
through the different activities, so on completion you will be able to:
TELEPHONE SKILLS
Communicating on the telephone is an essential part of customer service. You must note that in
answering the phone at work, you are the ambassador for your company. A telephone
conversation is the first contact that a customer has with the company. If your telephone manner
is inadequate then the caller receives a poor impression of the company, and surely that is not
what you want to happen.
So remember, every telephone call whether incoming or outgoing is an opportunity for you to
promote good public relations for your company. That first impression, good or bad, can be
lasting, it can also mean more business for your employer or none!
Here are some important points that you must note when answering the telephone:
Discuss with your learning facilitator the appropriate greeting styles you need to use when
answering the telephone phone.
Here is an example:
Good morning, this is the Blue Whale Hotel, how may I be of assistance, or how may I direct
your call?
Once you have been given the callers name, use it throughout the conversation, as this will
make your customer feel special.
Your voice should be clear and distinct, and you should use a polite and pleasant tone at all
times. This will tell the customer whether you are interested in giving him/her assistance. In
addition to having a well-modulated voice you should make it your business to know the
following things about your workplace so that you can give prompt, accurate, and friendly
assistance to your customers:
To give friendly assistance, you need to listen actively, giving your undivided attention to the
customer. You should also find out what it is that the customer wants, and do the following
to ensure that you transfer the call correctly:
Repeat to the customer the information you received to ensure that you understand
the request and that it is handled correctly and efficiently
Tell the customer what action you are going to take, when you will do it and how
long will it take
Customers like to deal with persons who are knowledgeable about what goes on at their
workplace. They do not like to be transferred from one place to another. It is irritating and
frustrating.
Have you ever called a business place to get information and you were transferred from one
department to another? How did you feel?
ACTIVITY:
Ask your learning facilitator to have you and your colleagues role-
play answering the telephone. Pretend that the person calling wants
some information about the hotel for which you work. Note how
your classmates handle the call and discuss what improvements, if
any, should be made.
Dont Forget!! Please ,Thank you, Good morning, Good afternoon, How can I help you?
You must give accurate and appropriate assistance when transferring calls. It is important
that having listened attentively to the callers request you:
First find out if the person to whom you are transferring the call is available
Give the caller the name of the person or department to which you are transferring the
call
Give the person receiving the transferred call the name of the caller and any helpful
information regarding the call, for example, the request of the caller.
Let the caller know if the number to which you are transferring the call is engaged or
if the person is away from his/her desk
Take an accurate message or action if the transfer was not successful
TIP: Do not keep messages in your head, write them down on a message pad or put them on the
persons voice mail. Make sure to pass on messages promptly.
ACTIVITY:
In order to effectively relay messages there are some very important tools which you must have:
Pencil/Pen
Message pad
Note pad
Telephone directory
Internal directory with extension numbers
The message must be clearly recorded on your message pad and should include:
- The date
- Time
- The person called
- The caller
- Telephone number of the caller
- The message
- Your name
CHECKPOINT : What item should you have beside you when making
and taking
telephone calls?
What are some possible consequences if you fail to deliver messages
received?
The information that you take must be accurate so, it is very important that you obtain the correct
spelling of the callers name, and you repeat the message to the caller to ensure that you have a
full understanding of the message. The message must be accurately transmitted either (orally or
in writing to the guest or co-worker. It must also be clear, easily understood and legible if it is
written.
ACTIVITY
There are some instances in which you will receive calls that are outside the nor of your regular
telephone experience. These include: threatening, obscene or suspicious calls. Such calls may
be directed at the organisation with which you work or a particular person. Each organisation or
establishment will have its own policy, for dealing with these calls. It is your duty to abide by
these policies and take the necessary action.
ACTIVITY
Ask your training facilitator to discuss with you the policies that
organizations usually have regarding these types of calls.
Now that you have completed this element, see if you have fully grasped all the components by
doing the following Self Assessment.
Checklist 1
Yes No
Checklist 2
Yes No
1. I can answer telephone calls promptly, clearly and politely ___ ___
LEARNING OUTCOMES
As you go through this element you need to ensure that you acquire the necessary knowledge,
skills and attitudes to make telephone calls. Your learning facilitator is there to assist you
through the different activities, so, on completion, you will be able to:
To make telephone calls and use the telephone efficiently, it is important that you understand the
types and features of the telephone:
Types of Telephones
- Speakerphone
- Automatic dialing phone
- Cellular/mobile
- Cordless
- Button
- Picturephone/videophone
- Handset
- receiver
- Cord
- Buttons/keys
- Headset
Features
- Call waiting
- Call forwarding
- Conferencing
- Intercom
- `Hold button
ACTIVITY
Ask your learning facilitator to show you the features of a fixed line
telephone and a cellular/mobile phone. Compare both instruments and
discuss any similarities and differences between them.
There are instances when you will be required to make telephone calls on the job, for a customer,
a manager, or one of your colleagues. They should be made based on:
The order in which they are received, except in cases of emergency or urgency
It is also important that you record accurately the information needed to make the call, for
example, the name of the person or the place being called and the telephone number.
ACTIVITY:
Ask your learning facilitator to view with you the Video Winning
Telephone Tips - JWA productions, 1994, by Timm P.R. (30 mins.)
and discuss the contents.
Now that you have completed this element, see if you have fully grasped all the components by
doing the following Self Assessment:
Checklist 1
Yes No
Checklist 2
Yes No